team parts performance phase 4 level 1 building relationships

Team Parts Performance Phase 4 Level 1

Building Relationships

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Relationship Selling

In this session, you will learn how to build relationships with fellow employees in all departments and then use those relationship to aggressively sell to ALL customers!

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PPST

“Who Moved My Cheese?”By Spencer Johnson, M.D.

Lets Discuss:

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What is the Opportunity?

Now for the new cheese!

How will you go grow your parts business?

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Perception

Does the rest of the Dealership perceive the Parts Department as part of a sales organization?

How does the Parts Department see the rest of the Dealership?

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Building Customer Relationships

“ The Seven Habits of Highly Effective People ”by Steven Covey What did you get out of the first habit?

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Winning in business depends less on transactions and more on the quality relationships that you create and sustain.

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We all have a relationship with our Workshop

Do we use these relationships to drive sales?

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Know your internal customer Personalize it

Use their name

Understand their likes and dislikes

Put yourself in their shoes

Positive attitudes

Eye contact The cheapest, most effective way to

connect with people is to look them in the eye

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Technology

You can use very simple tools such as keeping a record of key dates, birthdays, employment dates in Outlook, Plaxo etc. to give your internal customer a quick call or send them a card

Keeping a record of special interests can also have its benefits.

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Building Trust

Mutual trust is a shared belief that you can depend on each other to get the job done

People sense how you feel about them. If you want to change their attitudes toward you, change the negative attitudes you have toward them.

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Building Trust Effective Listening: The Bottom Line of Trust

If you listen well people will trust you. "You cannot establish trust if you cannot listen

The first skill that you can practice to be a good listener is to act like a good listener

A second skill is to be a better listener by looking at the other person.

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Barriers to Effective Listening

Often we have too much difficulty listening to other people because: Being preoccupied and not listening

Being so interested in what you have to say that you listen mainly to find an opening to get the floor

Thinking and listening to your own rebuttal to what the speaker is saying

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Listen and then listen some more…..Ask Open Ended Questions

Get all of the info needed to understand their needs

Listen Carefully

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Do we ever get ourselves in trouble from not listening effectively?

Wrong Parts Ordered…

Causes of wrong parts ordered•Miscommunication•Misinformation•No accountability



Working with the Service Department

The Workshop represents our ultimate customer “The vehicle owner”

Do we always treat them like that?

The most common question asked by the Workshop is

“What is the price and availability?” What does that mean to you?


The most common question asked by the Workshop is

“What is the price and availability?” What does that mean to you?

In stock? If not, when could all the parts be here? Give the tech All of the info they need in ONE trip!

Make it easy to sell the job! Make it easy for your “customer” to do business with you!




Working with the Workshop

A retail customer asks for a water-pump for their 2006 Ford Ranger with a 4 cylinder

The counter sales person looks up a pump, o-ring and coolant

What else could they do?




A retail customer asks for a water-pump for their 2006 Ford Ranger with a 4 cylinder engine

The counter sales person looks up a pump, o-ring and coolant

What else could they do?

Do you do the SAME thing for your technicians?




Suggest additional needed services

Look up additional part and provide price and availability

Ask questions to the technician or advisors

Create a sense of urgency Parts should contribute to the sale and

NOT be passive!

In all transactions….Everyone must win! Parts Workshop Sales Dealership

Win/Win Transactions

Tips for Relationship Selling

Always be honest, open and consistent.

Listen. And then listen some more.

Follow-up - deliver accurately and on time.

Take pride in what you have to sell.

Principles before personalities.

Care about your internal customers. Respect their time

Never make a internal customer feel like "just a sale"

Show Appreciation

Stay focused and have fun!

Tips for Relationship Selling

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Opportunity Worksheet

Opportunity

Sell more parts to workshop customers

Weaknesses

•High aging parts inventory

Strengths

Service advisor or mechanics to upsell more parts

Obstacles

Aftermarket parts are cheaper and outside workshop sale cheaper labor rate

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Summary

Looked at opportunities to grow the business

The importance of building and sustaining relationships with your internal customers

Strategies for relationship building


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Next Steps

Work with the staff to facilitate the “Relationship Selling” Level 1

Pass out the “Best Practices for Relationship Selling” Handouts

Fill out your Opportunity Worksheet and Fax to 734-994-5062

Lead by Example and use these skills to motivate your employees

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Contact / Survey

Your feedback is important to us. A survey will be included in the email. Please fax it back to 734-661-1957. Thank you!

Feel free to contact me at any time for help or assistance : [email protected] 734-205-0474

Let’s Schedule Level 2 – Quality Customer Service!

team parts performance phase 4 level 1 building relationships

Documents

automotive dealer management

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building relationshipswinning

building relationshipsbarriers

building relationshipswe

effective people